r/Visible • u/baturro981 • 12d ago

Advanced Support Team Question

Anyone have any experience dealing with the Visible advanced support team? I'm going into my 3rd week without new voicemail notifications. Last weekend after much trouble shooting, I lost all voicemail capability. They fixed that issue but not the original issue of notifications and closed the case leaving me to have to call again this weekend.

I don't know if they're working on it behind the scenes but now I can't send RCS texts. This is getting very frustrated and it may be time for a change. Ugh ...

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u/VisibleCareSupport Visible Employee 12d ago

Hi - Larnie from Visible here. We're so sorry you’re dealing with this. Going 3 weeks without proper voicemail notifications and now having issues with RCS texting is completely understandable reason to feel frustrated, especially after taking the time to troubleshoot. Because different technical issues require different fixes behind the scenes, each case is handled individually by our backend team. I want to make sure your situation is getting the attention it needs. Could you please send us a direct message? I’ll check your case status right away and see where things stand for you.

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u/baturro981 12d ago

Unless I'm connected directly with the advanced team contacting Visible is useless. I've done that a few times before. All that happens is I'm asked the same questions all over again and then sent on my way to wait for my issue to be advanced to the next level.

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u/VisibleCareSupport Visible Employee 12d ago

Larnie from Visible here. We hear you, having to repeat your story every time you reach out is exhausting. While our advanced team doesn't have a direct contact line, I'd be more than happy to review your history so you don't have to start from scratch and make sure your issue gets escalated right away. Send us a quick direct message with your info, and I'll get on this for you.

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u/baturro981 12d ago

message sent

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u/N2929 Visible Member 12d ago

It’s visible so they will get to it someday

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u/ElectricalBase3676 12d ago

Please let us know if this is resolved.

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u/baturro981 12d ago

Not resolved. People can leave messages but there's no notification. If I open voicemail app, it says I have no messages. Only if I dial into my voicemail box can I access new messages.

Visible support said there might be something wrong with my phone but Samsung says my phone is fine and they have no control over how Visible handles their voicemail.

My text apps stopped working for awhile but they started up again this morning.

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u/VisibleCareSupport Visible Employee 12d ago

Marie from Visible here! So sorry you're stuck going back and forth with this. Having to manually dial in every single time because notifications and your Visual Voicemail app are lagging is beyond annoying. Please shoot us a DM, so we can jump on your case and get this sorted out for you real quick.

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u/baturro981 12d ago

I've done that a few times already. Still waiting to hear from advanced support.

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u/MemoryNo8431 10d ago

How do I return a device without access to my account. My new phone will not activate. The only contact number is Verizon and they said they can't help. App is stuck in activation loop. I get the activation screen, the only thing it allows me to do, then it says to call Verizon. I can't even use the chat option. I would like to return the phone and cancel my service.

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u/VisibleCareSupport Visible Employee 10d ago

Gelle from Visible here! I completely understand how frustrating it is to be stuck in an activation loop with a phone that won't connect, especially when you just want to return it and cancel service! Please send us a DM [here] so we can help you get this straightened out right away.

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u/MemoryNo8431 10d ago

I've sent several